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Abstract

Verbal mistreatment of staff by patients is common in health care settings. Experiencing or witnessing mistreatment can have harmful psychological impacts, affecting well-being and clinical practice. As part of an effort to become an antiracist organization, an academic community mental health center based in Connecticut developed an initiative to address verbal mistreatment. Training in the Expect, Recognize, Address, Support, Establish (ERASE) framework was provided to 140 staff members. This training and subsequent actions to enhance the culture of safety were perceived as helpful by staff. Further development of the initiative is proceeding as the center’s primary performance improvement program.

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Information & Authors

Information

Published In

Go to Psychiatric Services
Go to Psychiatric Services
Psychiatric Services
Pages: 492 - 495
PubMed: 38291887

History

Received: 19 May 2023
Revision received: 8 September 2023
Accepted: 21 November 2023
Published online: 31 January 2024
Published in print: May 01, 2024

Keywords

  1. Community mental health centers
  2. Quality improvement
  3. Staff training
  4. Violence

Authors

Details

Jeanne L. Steiner, D.O. [email protected]
Department of Psychiatry, Yale School of Medicine, New Haven (Steiner, Belisle, Cahill, Garcia-Vassallo, Johnson, Lukens, Oliva, Pedersen, Wilkins); Connecticut Mental Health Center, New Haven (Steiner, Belisle, Cahill, Johnson, Oliva, Pedersen, Shetler, Wassmer); U.S. Department of Veterans Affairs, Connecticut Healthcare System, West Haven (Garcia-Vassallo, Lukens, Wilkins).
Nicole Belisle, L.C.S.W.
Department of Psychiatry, Yale School of Medicine, New Haven (Steiner, Belisle, Cahill, Garcia-Vassallo, Johnson, Lukens, Oliva, Pedersen, Wilkins); Connecticut Mental Health Center, New Haven (Steiner, Belisle, Cahill, Johnson, Oliva, Pedersen, Shetler, Wassmer); U.S. Department of Veterans Affairs, Connecticut Healthcare System, West Haven (Garcia-Vassallo, Lukens, Wilkins).
John D. Cahill, M.D., Ph.D.
Department of Psychiatry, Yale School of Medicine, New Haven (Steiner, Belisle, Cahill, Garcia-Vassallo, Johnson, Lukens, Oliva, Pedersen, Wilkins); Connecticut Mental Health Center, New Haven (Steiner, Belisle, Cahill, Johnson, Oliva, Pedersen, Shetler, Wassmer); U.S. Department of Veterans Affairs, Connecticut Healthcare System, West Haven (Garcia-Vassallo, Lukens, Wilkins).
Gabriela Garcia-Vassallo, M.D.
Department of Psychiatry, Yale School of Medicine, New Haven (Steiner, Belisle, Cahill, Garcia-Vassallo, Johnson, Lukens, Oliva, Pedersen, Wilkins); Connecticut Mental Health Center, New Haven (Steiner, Belisle, Cahill, Johnson, Oliva, Pedersen, Shetler, Wassmer); U.S. Department of Veterans Affairs, Connecticut Healthcare System, West Haven (Garcia-Vassallo, Lukens, Wilkins).
Avon Johnson, L.C.S.W.
Department of Psychiatry, Yale School of Medicine, New Haven (Steiner, Belisle, Cahill, Garcia-Vassallo, Johnson, Lukens, Oliva, Pedersen, Wilkins); Connecticut Mental Health Center, New Haven (Steiner, Belisle, Cahill, Johnson, Oliva, Pedersen, Shetler, Wassmer); U.S. Department of Veterans Affairs, Connecticut Healthcare System, West Haven (Garcia-Vassallo, Lukens, Wilkins).
Carrie Lukens, Ph.D.
Department of Psychiatry, Yale School of Medicine, New Haven (Steiner, Belisle, Cahill, Garcia-Vassallo, Johnson, Lukens, Oliva, Pedersen, Wilkins); Connecticut Mental Health Center, New Haven (Steiner, Belisle, Cahill, Johnson, Oliva, Pedersen, Shetler, Wassmer); U.S. Department of Veterans Affairs, Connecticut Healthcare System, West Haven (Garcia-Vassallo, Lukens, Wilkins).
Maria E. Oliva, Ph.D., L.C.S.W.
Department of Psychiatry, Yale School of Medicine, New Haven (Steiner, Belisle, Cahill, Garcia-Vassallo, Johnson, Lukens, Oliva, Pedersen, Wilkins); Connecticut Mental Health Center, New Haven (Steiner, Belisle, Cahill, Johnson, Oliva, Pedersen, Shetler, Wassmer); U.S. Department of Veterans Affairs, Connecticut Healthcare System, West Haven (Garcia-Vassallo, Lukens, Wilkins).
Kyle Pedersen, M.A.R.
Department of Psychiatry, Yale School of Medicine, New Haven (Steiner, Belisle, Cahill, Garcia-Vassallo, Johnson, Lukens, Oliva, Pedersen, Wilkins); Connecticut Mental Health Center, New Haven (Steiner, Belisle, Cahill, Johnson, Oliva, Pedersen, Shetler, Wassmer); U.S. Department of Veterans Affairs, Connecticut Healthcare System, West Haven (Garcia-Vassallo, Lukens, Wilkins).
Dan Shetler, M.I.D.
Department of Psychiatry, Yale School of Medicine, New Haven (Steiner, Belisle, Cahill, Garcia-Vassallo, Johnson, Lukens, Oliva, Pedersen, Wilkins); Connecticut Mental Health Center, New Haven (Steiner, Belisle, Cahill, Johnson, Oliva, Pedersen, Shetler, Wassmer); U.S. Department of Veterans Affairs, Connecticut Healthcare System, West Haven (Garcia-Vassallo, Lukens, Wilkins).
Karen Wassmer, L.C.S.W.
Department of Psychiatry, Yale School of Medicine, New Haven (Steiner, Belisle, Cahill, Garcia-Vassallo, Johnson, Lukens, Oliva, Pedersen, Wilkins); Connecticut Mental Health Center, New Haven (Steiner, Belisle, Cahill, Johnson, Oliva, Pedersen, Shetler, Wassmer); U.S. Department of Veterans Affairs, Connecticut Healthcare System, West Haven (Garcia-Vassallo, Lukens, Wilkins).
Kirsten M. Wilkins, M.D.
Department of Psychiatry, Yale School of Medicine, New Haven (Steiner, Belisle, Cahill, Garcia-Vassallo, Johnson, Lukens, Oliva, Pedersen, Wilkins); Connecticut Mental Health Center, New Haven (Steiner, Belisle, Cahill, Johnson, Oliva, Pedersen, Shetler, Wassmer); U.S. Department of Veterans Affairs, Connecticut Healthcare System, West Haven (Garcia-Vassallo, Lukens, Wilkins).

Notes

Send correspondence to Dr. Steiner ([email protected]).

Competing Interests

Dr. Cahill has an ownership interest in STEP Forward LLC, which provides consultation for learning health system implementation. The other authors report no financial relationships with commercial interests.

Funding Information

This work was funded in part by the State of Connecticut Department of Mental Health and Addiction Services.These views represent the opinions of the authors and not necessarily those of the Department of Mental Health and Addiction Services or the State of Connecticut.

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